Director of Customer Support

AssetWatch powers manufacturing uptime through condition monitoring that customers rely on every day. Our team of world-renowned engineers and business leaders is building the future of predictive maintenance, and we are growing fast. 

The Director of Customer Support builds, scales, and leads AssetWatch's support organization, delivering fast, technically excellent help to manufacturing customers. This leader directs 20 or more support managers, team leads, and engineers across time zones, drives down resolution times, and embeds AI-powered tooling. 

The Director will also lead the reorganization of support into two specialized teams: Tier 1 for the inbound queue and live calls, and Tier 2 for deeper, project-managed work, including root-cause resolution of chronic hardware issues. The team focuses on hardware support, and its work directly influences product uptime in the field. 

Key Responsibilities 

Strategy and Team Leadership 

• Lead the Tier 1 and Tier 2 support teams through the reorganization. 

• Create clear performance standards and hold teams accountable to them through regular quality reviews and coaching. 

• Build performance metrics and frameworks for individuals and teams. Co-own the annual operating plan and headcount planning. 

• Set annual and quarterly support goals that cascade into team and individual objectives, and review progress with the executive team each quarter. 

• Define the team operating model, including span of control, shift coverage, and staffing levels, and update it as volume and product lines grow. 

• Run a leadership development program for Team Leads and Managers covering coaching, decision-making, and cross-functional communication. 

Operations, Quality, and Hardware Outcomes 

• Own support quality and customer effort. Reduce repeat contacts and ticket volume per device or account. 

• Lead escalations for Sev 1 incidents and strategic accounts and hold executive incident reviews. 

• Maintain visibility into at-risk tickets, outages, and field hardware or sensor failures, and act on early warnings before customers escalate. 

• Reduce recurring hardware issues by leading root-cause investigations with hardware, engineering, and field teams. 

• Design processes, playbooks, and SOPs. Keep the knowledge base current and ramp new hires to full productivity within 30 days. 

• Evolve the support tech stack (ticketing, knowledge base, remote diagnostics) and integrate it with CS, sales, and product systems, sequenced against the product roadmap. 

AI, Product, and Cross-Functional Leadership 

• Lead AI integration: 100% tool adoption and 20%+ agent productivity gain within 18 months. Champion triage, diagnostics, self-service, and agent-assist tools. 

• Serve as the primary liaison between support and Product and Engineering, turning frontline insights and recurring issues into reliability roadmap priorities. 

• Present quarterly support health metrics to executives, with monthly ticket trend data and recommended actions. 

• Partner with Customer Success, Sales, Product, Engineering, and Operations on handoffs and at-risk account signals. 

• Lead support strategy for Mexico and Latin America, including localized language support and follow-the-sun coverage. Maintain 100% compliance with local labor and data privacy rules. 

Qualifications 

• Experience: 8+ years in customer or technical support, including B2B SaaS or hardware-enabled SaaS. 4+ years in director-level leadership managing 15+ people across multiple supervisory levels. 2+ years directly accountable for SLA, CSAT, or quality metrics. 

• Industry: 3+ years in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or similar technical B2B sectors strongly preferred. Understanding of incident management and hardware or software troubleshooting in connected devices. 

• Leadership: Proven track record building high-performing support organizations, recruiting, developing leaders, and creating accountability. 

• Strategic execution: Measurable gains in CSAT, SLA compliance, resolution time, and first contact resolution. 

• Global experience: 2+ years leading remote, shift-based, or follow-the-sun teams. Mexico or Latin America experience highly valued. 

• Technical and AI fluency: Comfort with diagnostics, data analytics, and AI in support workflows. 

• Operations orientation: Strong background in well-structured operations and running processes that handle incoming work reliably. 

• Hardware or technical background: Preferred, not required. Ability to translate field data into technical discussions with engineering. 

• Comfort with ambiguity: Experience building new structures while keeping operations stable. 

• Proactive support or implementation experience: A plus. 

Desired Skills and Attributes 

• Executive presence with C-suite audiences, especially during severe incidents. 

• Data-driven, with the ability to turn metrics into operational decisions. 

• A change agent who thrives under pressure and actively improves processes. 

• A talent developer who builds advancement paths. 

• Understands manufacturing operations, IoT sensors, and asset-intensive industries. 

• Collaborative, influencing across Product, Engineering, and Customer Success without direct authority. 
• Results-oriented, with high ethical standards. 

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